Service Delivery Charter

SERVICE DELIVERY CHARTER

HATI YA SHIRIKA YA UTOAJI HUDUMA

Office Hours: Monday – Friday 8am-1pm (1pm-2pm Lunch Break) 2pm – 5pm

Nyakati za ofisi: Jumatatu – Ijumaa Saa 2 – Saa 7 (Saa 7 – Saa 8 Mapumziko ya chakula cha mchana) Saa 8 – Saa 11

ACCREDITATION SERVICES RENDERED / HUDUMA ZA UIDHINISHAJI ZINAZOTOLEWA
 
Services Rendered  Utoaji Huduma Timelines  Nyakati zilizokadiriwa
1
Client application review Kuchambua maombi ya mteja 1 daySiku moja
2
Document Review Kuchambua nyaraka zilizowasilishwa na mteja 5 Working Days Siku Tano
3
Undertaking of initial assessment following successful document review/                        Kufanyika kwa ukaguzi wa awali kufuatia uchambuzi wa stakabadhi uliokamilika kisawa. 1 Month Mwezi Mmoja
4
Submission of a report after onsite assessment                                                                  Kuwasilisha ripoti kufuatia ukaguzi wa kimahali au sehemu ya utendaji kazi. 5 Working Days Siku Tano
5
Follow up assessment for implementation of the Corrective Actions Requests (CARs) raised Ukaguzi wa kufuatilia utekelezaji wa marekebisho yaliyoafikiwa. 1 month Mwezi Mmoja
6
Provide necessary technical accreditation advise to the industry Kutoa ushauri wa kiufundi wa huduma unaohitajika ya uidhinishaji kwa wanasekta wote viwandani.   Continuous Kila inapohitajika
7
Ensure compliance to accreditation standards                                                                  Kuhakikisha utiifu wa viwango vya uidhinishaji 6 months (Initial) Miezi Sita (Ya Kwanza) 12 Months (Surveillance) Miezi Kumi na Mbili
8
Update of accredited clients directory electronically and via the KENAS Website              Kuimarisha orodha ya wateja walioidhinishwa kwa kutumia mtandao wa elektroniki na kwenye tovuti ya KENAS 2 days Siku mbili
9
Update of accredited clients directory in the Kenya Gazette                                                  Kuimarisha orodha ya wateja walioidhinishwa katika gazeti rasmi la serikali Annually Kila mwaka
10
Communication of accreditation decisions to clients                                                      Kuwasiliana na wateja kuhusu uamuzi wa uidhinishaji 2 Days after accreditation decision is made. Siku mbili kufuatia uamuzi wa uidhinishaji

 

GENERAL SERVICES / HUDUMA ZA JUMLA
Service offered          Utoaji Huduma Requirements from customer                Kinachohitajika kwa mteja User charge or fee              Malipo ya utumiaji Timelines/Service standards                                                  Nyakati zilizokadiriwa/ Viwango vya huduma
1 Written enquiries                  Kuuliza  kimaandishi Written correspondence via E-mail / Fax / SMS  Mawasiliano rasmi yalioandikwa:-Barua pepe / Faksi / Ujumbe Mfupi  Nil                                                Hamna malipo Acknowledge and/or address within 5 Working days and those requiring further consultation within 14 working days

Kutambua na/ama kushughulikiwa katika siku 5 za kikazi na wale wenye kuhitaji ushauriano wa ziada katika siku 14 za kikazi

2 Quotations                            Nukuu za gharama / bei Filled in request for quotations document            Kujaza nyaraka za maombi ya kunukuu gharama au bei Nil                                      Hamna Malipo 7 working days after opening the quotations                                        Siku 7 za kikazi baada ya ufunguaji wa nukuu za gharama / bei
4 Tendering & Request for proposals                              Utoaji Kandarasi na maombi ya mapendekezo Tender document & Proposal documents Nyaraka za kandarasi na nyaraka za mapendekezo At most KES 1,000 / free (Fees subject to review from time to time)                                            KES 1,000 kama kiwango cha juu / Bure (Kiwango cha bei kitakuwa ni cha kuaangaziwa mara kwa mara) Strict adherence to the Public Procurement and Asset Disposal Act 2015 & amended Regulation 2013. Outcome to be communicated to tenderers within 15 days after the opening and evaluation of the tender;                                                                                                Or 30 days  after the opening and evaluation  if the tender is complex or has attracted a high number of bidders

Kutimiza kikamilifu sheria za usimamizi wa ununizi wa umma.Matokeo ya uamuzi kuwasilishwa kwa waomba kandarasi katika siku 15 baada ya kufunguliwa na kuandaliwa kwa kandarasi;    Au siku 30 baada ya kufunguliwa na kutathmini  kama kandarasi ni yenye ugumu ama imevutia waomba kandarasi wengi

5 PaymentsMalipo Invoice/ClaimAnkara/Madai Nil                                                Hamna malipo Within 30 days of making the claim                                                      Katika siku 30 baada ya kuwasilisha madai
6 Customer complaints and ComplimentsMalalamishi na pongezi kutoka kwa mteja Written complaint/complimentMalalamishi/pongezi yaliyowasilishwa kirasmiEmail/Barua pepeSMS/ Ujumbe mfupiTelephone call/ Kupiga simuVerbal/mazungumzo Nil

Hamna malipo

Acknowledgement of complaints or compliments within 5 working days and resolution or feedback within 21 working days

Kutambua malalamishi au pongezi katika siku 5 za kikazi na kupatiwa uamuzi au jawabu katika siku 21 za kikazi